Is Video the New Voice for Customer Interactions?
Video is the best way to have a great customer interaction that helps to build trust and gain context. It also increases upsell and cross sell opportunities.
Contact center
Strength in Transitions for Customer Care
Last week’s Enterprise Connect event was an eye-opening experience from many perspectives. A tour of the exhibit area seemed like a real-time stroll through the history of contact center technology. Several traditional contact-center providers were
Enterprise Connect, Day 1 Wrap-Up
Enterprise Connect definitely got underway today in Orlando. The sessions grew more crowded throughout the day and the halls got busier. I heard a lot of talk about cloud, hybrid, UCaaS, and WebRTC just in passing conversations. (And I finally stopped
Make Some New Friends: Jimi Hendrix and Customer Experience Part 2
Do the names Linda Keith and Chas Chandler ring a bell? Well, without their
Declutter For Your Customers
We’re moving. After twenty-five years in the same house, my wife and I will soon be living in a new place. Moving isn’t fun. It’s not just leaving the home where we raised our two boys, but getting rid of all our unneeded items.
Mr. Spock Meets The Contact Center
One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame.
Small Business – Make it Big with Positive Customer Experience
Last week, I had an opportunity to attend an event for small and medium-sized businesses. It was an amazing experience. The business leaders there shared a passion for their solutions and a desire to take their companies to the next level and “make it
Should I Use Cisco Spark in my Contact Center?
It has been more than a year since I started using Cisco Spark. And it has been a year of learning and changing how I work with my...
Can Your Customers Name Your Brand in Three Notes?
Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis,...